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    EXCHANGE & RETURNS

     

    IMPORTANT: With limited exceptions, returns are refunded via store credit in the form of a Willow’ Pet Palace E-Gift Card. Willow’s Pet Palace does not issue store credit for the original shipping charges.

    With limited exceptions, we do not provide prepaid return labels; you are responsible for covering shipping costs to return.

    Sizing Issues

    Be sure to use the sizing chart on the product's page before purchasing or contact us through live-chat or email if you need help measuring your dog. -- Exchanges can be easily alleviated this way.

    We do not accept returns due to sizing related issues, only exchanges for the same product.

    Defected or Wrong Product

    Please look over your order as soon as you get it in your hands. If you think that you've received a defective item, contact our customer service team support@willowspetpalace.com within 3 business days of receipt of your order and we will resolve the issue for you.

    If you were sent incorrect items or are missing items from your order, please contact our customer service team support@willowspetpalace.com as soon as possible so we can get that mishap sorted out for you!

    Change of Mind

    We understand you may want to change or refund your order after your purchase. At Willow’s Pet Palace, we will gladly help you process any changes or refunds to your order within 2 hours of your order placement. Once order is shipped we cannot make any changes. You will have to start a return process once you receive the order. Just give us a shout at support@willowspetpalace.com or message us through Live Chat or Instagram Messenger.

    Final Sale / Clearance Items
    Items labeled clearance or items on sale for 35% Off or more are final sale and cannot be exchanged or returned unless defective.

    Certain types of items cannot be returned, like custom products (such as special orders or personalized items)

    How to Process a Return or Exchange

    • All return or exchange requests must be emailed to support@willowspetpalace.com within 14 days of order delivery.
    • Items sent back to us without first requesting a return will not be accepted.
    • Please include your Order Number, Item(s) Reason for Exchange, or Reason in your email.
    • Product must be in new condition with tags and packaging intact. The item(s) must be clean and free of dog hair and are subject to inspection.
    • After communicating with our customer service team, a return address and further instructions will be provided.
    • The customer is responsible for shipping the item(s) back to our warehouse (non-refundable).
    • Please provide us the tracking code of your package so our warehouse team can identify which package belongs to you.
    • Please allow our team 1-3 business days to inspect and process your return or exchange once it arrives our warehouse.
    • We recommend that you hang on to your tracking number in the event you need to track your package.